MH Bilingual Account Representative

Description Hours:Monday - Thursday 11:00am - 8:00pmFriday 8:30pm - 5:30pmSummary:The MH Bilingual Account Representative works in our Specialty Lending Group/Manufactured Housing Servicing Department to deliver prompt, accurate, courteous customer service via phone, fax, mail, or email. The Bilingual Account Rep handles existing customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.Essential Duties and Responsibilities:Communicate with customers whose accounts are in collections to support payment resolutionProvide clear, empathetic, and professional support for billing inquiries and complaintsHandle a high volume of inbound and outbound calls (approximately 80-140 daily)Document all customer interactions, including contact details, inquiry type, and resolutionDe-escalate challenging situations with patience and problem-solving skillsSupport onboarding and training of new team membersMeet monthly performance goals and service benchmarksCollaborate with other departments to assist with customer translation needsEnsure compliance with internal policies and external regulationsPerform additional duties as assigned to support team successQualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and/or ExperienceHigh School Diploma or GED equivalent Previous collections or customer service experience a plusSkills and AbilitiesBilingual in Spanish required Strong communication skills-written, verbal, and reading comprehensionProficient in Microsoft Office (Excel, Word, Outlook)Solid mathematical and analytical abilitiesAccurate typing and data entry skills Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.Respectful demeanor toward other associates and managers that promotes a positive and professional work environment. FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.

Created: 2026-03-12